Service Values

Service values lie at the core of actual service provision. A list of articulated and
accepted service values, however, does not immediately translate into better service. But it
does help to guide us all in providing better service. The list of service values below will
be used in a service training program currently planned by Cindy Kelly of Library Human
Resources. She and an advisory committee intend to use these in various aspects of this
training program that includes reflection on service behaviors and discussion of case studies of
service encounters. Some of the words used here are not widely used in parts of the
Library. Who, for example, are technical services’ “patrons?” The Library service
training will explore the meaning and import of each of these statements. In approving these
values the Administrative Council is indicating that these are desired behaviors and that the
manifestation of them depends to some degree on context.

We will treat all patrons with courtesy.

We will respond to service requests as accurately and quickly as possible.

We will project a sense of engagement, professionalism and competence in delivering services to
patrons.

We will refer patrons to other service points only when we are sure that relevant help will be
found there.

We will provide patrons with quick, accurate access to the collection.

We will enable patrons to be self-reliant.

We will endeavor to provide a pleasant physical environment for our patrons.